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Complaints and Dispute Resolution

Complaints and dispute resolution

Defence Bank is committed to providing Members with the best possible service. If at any time you feel we have not met our obligations – or you have a complaint about any of our products or services – please inform us so we can work towards a resolution. We will endeavour to deal with your complaint promptly, thoroughly and fairly.

We have recently appointed a Customer Advocate whose role is to review complaints raised by members, where the member is not satisfied with the resolution arising from Defence Bank’s internal dispute resolution process.  

The appointment of a Customer Advocate reflects the ongoing focus the banking industry has in dealing with member complaints fairly that cannot be resolved through the Bank’s internal dispute resolution process.

The Customer Advocate operates independently and separately from Defence Bank’s businesses and reports directly to the Managing Director and Chief Executive Officer (MD &CEO).

As a member of Defence Bank you can elect to have your complaint referred to the Customer Advocate if you are not satisfied with the outcome of Defence Bank’s dispute resolution processes for a further review and determination.

How to make a complaint and the complaints process

If you have a complaint, we request you follow these steps:

In the first instance:
•    by visiting your local branch; or,
•    calling our Contact Centre on 1800 033 139; or,
•    emailing info@defencebank.com.au

If you are still not satisfied, you may contact Defence Bank’s Customer Advocate by calling (03) 8624 5448, or emailing customeradvocate@defencebank.com.au or writing to:

The Customer Advocate
Defence Bank
PO Box 14537
Melbourne VIC 8001

Third party products

If your complaint relates to a third party product or service acquired through us – such as an Insurance product or a Travelex product – and relates to the terms and conditions of that product or service – for example, a specific insurance claim – we may ask you to contact the relevant third party. They will deal with your complaint under their dispute resolution process.

If you are not satisfied with the resolution of your complaint by the third party under their complaints resolution processes, you are entitled to have your dispute considered by their External Dispute Resolution Scheme. Please contact the relevant third party for further details.

Keeping you informed

If a staff member cannot resolve the complaint/dispute to your satisfaction within 5 days, we will acknowledge receipt of the complaint to you in writing and we will also advise the procedures we will follow in investigating and handling your complaint.

During the time that a complaint / dispute is under further investigation we may also contact you to request further information to assist us in completing our review.

Within 21 business days, we will write to you advising the outcome of the investigation and the reason/s for our decision, or we may alternatively inform you that more time is required to complete the investigation. However, we will endeavour to respond to your complaint within a maximum of 45 business days from the date you lodged the complaint with us.

Still not satisfied?

If you do not think we have resolved your complaint to your satisfaction, you are entitled to further pursue the matter – free of charge – to the relevant External Dispute Resolution Scheme (provided it is within the scheme’s terms of reference) as detailed below. You may also refer the matter to the relevant External Dispute Resolution Scheme at any time, but if our internal dispute resolution process is still in progress, they may request that our internal review be completed before considering the matter further.

For complaints in relation to Defence Bank products and services, contact:

Credit and Investments Ombudsman
PO Box A252
Sydney South NSW 1235
Phone 1800 138 422
Fax (02) 9273 8440
Email info@cio.org.au
Web www.cio.org.au

For complaints in relation to Defence Bank's Retirement Savings Account, contact:

Superannuation Complaints Tribunal
Locked Bag 3060
GPO Melbourne VIC 3001
Phone 1300 884 114
Fax (03) 8635 5588
Email info@sct.gov.au
Web sct.gov.au

Call 1800 033 139